PHILADELPHIA, ST. LOUIS, and ATLANTA -- Comcast (Nasdaq: CMCSA - News, CMCSK - News), the leading provider of cable broadband, entertainment and communications products and services in the United States, Amdocs (NYSE: DOX - News), the leading provider of customer experience systems, and Ventyx, the leading Service Delivery Management solution provider, today announced that they are working together to deploy a mobile workforce management solution that supports new handheld devices being used by Comcast technicians. The new handheld devices are part of Comcast's continued focus on simplifying and improving how it delivers service to its customers.
The Amdocs billing, ordering and customer management platform is one of the platforms that Comcast uses to support video, high-speed Internet and voice services in about half of the markets it serves. Working with that platform, the Ventyx enterprise workforce management Service Suite 8 software leverages a state-of-the-art scheduling engine and user-friendly dispatch systems that let workflow coordinators schedule, dispatch and route work orders via wireless mobile devices to technicians in the field. In addition, field technicians can update a customer's account history during a service visit, helping to increase efficiency and improve performance by:
"Rolling out wireless handheld devices across our markets is one of the ways we're improving the way we deliver service to offer the best customer experience and integrating the Ventyx mobile workforce management software with the Amdocs platform supports that goal," said Greg Dudkin, senior vice president of Technical Operations and Fulfillment for Comcast. "As more people take our Triple Play of video, voice and high-speed Internet services, these devices will help us deliver faster, better service to our customers."
- Allowing them to alert a dispatch office if they are delayed so
another technician can be assigned to the next call
- Reducing time spent on phone calls with dispatch offices by
letting them perform more functions on-site and use text-messaging
- Eliminating paper work orders, so they can go directly to job
sites instead of taking time to pick up paperwork
- Improving accuracy rates by giving them the ability to scan
equipment bar codes instead of entering the serial numbers